Zopim Chat

New

As a Zopim administrator, you now have the ability to edit/add/remove chat tags for completed chats/offline messages in the History tab.

Ticket Creation V2 is now released and available to everyone. All new Zendesk integrations are onboarded on V2 version which supports start of chat tickets workflow. Accounts with the older version can upgrade to the new version using the Zendesk settings tab. V2 also supports transcript visibility settings using public comment / private comment toggle and includes many of the ticket creation reliability and performance fixes.

Improved onboarding and notices for Chat Routing.

Fixes/Updates

Improve stability and performance of the JIRA integration, now using the REST API

Default concierge name/title are now properly translated for support dashboard languages

Unread count for the mobile chat button is now properly aligned for certain Android devices that had issues with the font file.

Default banner icon was off center for accounts using the Image Only chat badge and did not upload their own image.

Update for Android app is rolling out with the following improvements:

Improved connection messaging in the app/notification

Improved notification reliability

Fixed missing notification sound on some incoming messages

Fixed missing incoming chat notifications while app is in background

Fixed missing chats when resuming the app from background

RTL Support widget embed page

Update widget embed page on the dashboard, with plugins info and option to email the code to the developer.

Fixed Japanese and Brazilian Portugese translation on the account page.

Changed copy on the sign out page of the dashboard to match new sign in and sign out buttons.

Virtual Observer Ticket Events embeds Virtual Observer event information directly on a Zendesk ticket and allows you to play back the events in the Virtual Observer Media Player. Easily find all interactions related to the ticket requester for fast and easy access.

Assist

Assist for Zendesk is an AI powered solution that lets agents reply to tickets faster and with less effort. It takes advantage of all the content that’s already been produced at your organization, in the form of ticket responses, to help agents reply to tickets faster and with less effort. Assist’s predictive engine constantly learns from tickets answered within your organization, so that it keeps getting better and better at knowing how to answer newer tickets. This way, whenever a new ticket comes up, Assist can provide a set of macros and other related answers that your agents can use with a single click.